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Portfolio demonstration with synthetic data

Keeping Customer Success informed

Customer Success needs to know when Engineering fixes an issue and when a customer writes back. I built two workflows so the team could act on each update from the ticket.

My role

I built a handoff that let Customer Success know when Product or Engineering resolved an issue. It captured the root cause and gave the team guidance on how to relay the resolution to the customer. I also set up automation that notified Customer Success of customer replies in the ticketing platform and in Slack, with a direct link to the ticket.

How the handoffs work

  1. Capture the event
    Product or Engineering resolves the issue, or the customer replies.
  2. Give CS the context
    Show the resolution and customer guidance, or flag the new reply.
  3. Return to the ticket
    Review the thread and respond from the ticket record.

Open fictional ticket CS-104

Ticket CS-104 · Delayed export

Internal root cause
An export worker stalled after a retry. Engineering cleared the stalled job and verified that a new export completed.
Suggested customer wording
We resolved the issue delaying your export and confirmed that a new export completed. Please try downloading it again and reply here if you still see a delay.
Example customer reply
The download works now. Can you confirm that the export includes yesterday’s records?